Arch Vacations

Dispute Resolution DepartmentIn response to the complaint attached received on July 22, we are filing this response. Ms*** purchased from Arch Vacations, Incon February 19, a bundled vacation for a cruise, hotel and airMs*** approved this travel purchase by validating
her purchase via a recorded message on February 19, and again by accepting the terms and conditions electronically on February 26, at 2:57PM MSTMsAnn *** co-purchased this vacation bundle on February 19, and approved this travel purchase by validating her purchase via a recorded message on February 19, The primary email address on this account is ***@***.***.Ms***/Ms*** redeemed their travel certificate on August 18, for purchase for travel to ***, ESArch Vacations, Inc booked this *** *** ***On June 22, 2015, Ms***Ms*** completed their air and hotel confirmations for this travel. On June 23, Arch Vacations, Incemailed the reservation confirmations to the primary email on this accountSee attached reservation confirmations.On July 1, Ms.*** /Ms*** again asked for the reservation confirmationsAgain Arch Vacations, Incresent the reservation confirmations.On July 14, Ms*** Ms*** contacted Arch Vacations, Incfor another copy of the hotel and air reservation confirmationsArch Vacations, Inccalled and left a message stating the reservation confirmations would be resent.On July 22, Arch Vacations, Incagain resent all the reservation confirmations to email addresses now on file***@***.***, ***@***.***, and ***@***.***.**.**.Arch Vacations, Inc spoke with customer on July 22,Customer asked the reservation confirmations be mailed US MAILArch Vacations, Incinformed customer they would be mailed on July 23, 2015.We therefore request this dispute be closed as Arch Vacations, Incis willing to work with customer is resolving this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I cannot confirm that my complaint is resolved at this timeMy husband did send the email that Arch attached to you on June 24, 2015, however he also asked a few questions in that email that have not been answered nor addressedI attached the same email with the issues needing to be addressed as highlightedIn addition, *** *** sent another email to my husband on June 24, in response to his email only stating that they will not move forward with booking our cruise until all complaints were removed(Please see attachment)I, myself, then emailed back on June 25, saying that the complaints will be removed when I feel they are resolved(Please see attachment)We have not gotten any answers to the questions and issues my husband brought up in the email on June 24, We do not feel this complaint is resolvedThere was no response to my June 25, email and we haven't heard a word from Arch since then. The issues that need to be addressed: This is the *** Victory out of Port Miami going to Grand Turk and Amber CoveThe CID number on your site is #***, however that cruise does not completely match the one *** quoted aboveThe one on your site says we disembark on November 27, which is FridayI want to be completely sure these are the same cruises before I book. They have not confirmed that this is the same cruise. If at a future date we add another couple to this same cruise, I expect that the resolution deal for our third package will still standIn addition, if we do not add another couple to the same cruise and instead we ourselves schedule another cruise in the future (before the package expiration date), I expect the resolution deal for our third package will still stand with our $put towards the price of the cruise and our military and VIFP discounts applied. We have purchased packages with ArchI do not trust that they will uphold their agreement on their endThey did not address the above and because of this I would rather have a full refund. and will confirm that our complaint has been resolved once I can verify that we are booked on the above cruise per Carnival's site. I urge you to go and read the rest of the reviews on *** *** and ***, etc regarding this companyThey are repeat offenders of sabotaging peoples' vacationsI have no trust in them what-so-ever, especially with all that has gone on now between us with complaints to Revdex.comAt this point, I do not trust them at allI would like a full refund in order for my complaint to be resolved. In addition, we initially purchased these vacation packages with Arch because of the great deals they were offeringOnly to find out at the time of booking that they add hundreds of dollars worth of overage fees (this is NOT including port fees and taxes)I understand that they are proposing a resolution to us to please us, but their resolution is not cheaper nor a better deal than what we can get through CarnivalTheir services were not as described originallyWe have a much better trusting relationship and standing with *** themselves and if we are going to get the same price/deal through them as we would with Arch then we want our refund with Arch and will take our business directly through *** whom we know we can trust
Regards,
*** ***

In response to the complaint above received on 5/7/we are filing this response.Mr*** purchased from us on November 11, a bundled vacation for a cruise and hotelMr*** also purchased from us at a later date, airfare, transfers and insurance to protect his entire vacation.All of Mr
***'s reservations are in place and are all confirmed for his requested travel datesCopies of all confirmations are attached to this responseMr*** has received copies of all of his confirmations.Mr***'s complaint is based on when Arch Vacations, Incpays their suppliersIt is our response that the relationships that Arch Vacations, Inchas with their respective suppliers and when payments are due to suppliers of Arch Vacations, Incis of no concern to Mr*** and is an internal confidential matter.Arch Vacations, Inchas specific contract guidelines with every supplier and has specified payment terms to those vendors which are not offered to the general public and are not the same payment terms offered to general consumers.Arch Vacations, Inchas completed and fulfilled each reservation of Mr***, copies attached will demonstrate all of Mr***s' travel components are confirmed and are active in good standing for Mr***s' upcoming travel plans beginning on June 16, 2015.Attached you will find confirmed reservations for Mr***s' hotels, transfers, insurance policy, cruise which states confirmed, and airfare which e-tickets have already been issued to Mr***.We therefore request this dispute be closed as Mr*** has no basis for a dispute as he in fact has all of his travel plans confirmed and active

This letter is in response to Arch Vacations in the matter of receiving a full refund for the Getaway Travel Collection I purchased on June 14, Arch Vacations has stated that I contacted them in October of to transfer this vacation to a friend, MrD***, for travel in January which is incorrectThe travel was for December and they failed to get in contact with me in reference to any of my issuesIn the two attempts they made to MrD*** he was advised they would have to get in contact with him for a follcall however they failed to follon both occasionsI’m assuming the Sales Director for Arch Vacations is referring to those two calls as though this company, Arch Vacations, made an attempt to provide resolutionI am aware that they had someone call MrD*** on two separate occasions to advise him someone else will get back to him to ensure they had proof of contact even though they truly had no intent to resolve his matter given there was no follow-upHad I had communication with them as they have stated I wouldn’t have submitted a letter to the Revdex.comI also attempted to use the vacation package for my own travel before and after attempting to give it away to a friend, MrD***, and was very unsuccessful in finding any travel packages available for July of in New Orleans, or California in August or even the in Poconos, PA from September to December of and all vacation packages were either unavailable or cost more than if I booked new travel with any other companyI was not even aware that the package was only for days and nights given the cost was $until I logged onto the websiteI was advised during the initial sales call the vacation package was for people anywhere in the world for a week travel and lodging accommodations includedWhen I used their vacation search on their website to my dismay I discovered this was incorrectI also saw the fees associated with travel exceeded travel costs if I booked a new itinerary with any other company for any future travel dates not including the $I had already given themThey sold me a useless and falsified package, which is advertisingThis isn’t my first vacation package purchase, I travel quite frequently with other reputable companies and have never had issues with such unprofessionalism and bold lies with any companyI wanted to inform the Revdex.com of this to avoid future issues with other clientsI also want my money back via a full refund because the package they initially offered me was not givenUnless I booked a vacation within the initial day period of purchase, how was I to know of this businesses advertisementIn the two years since my initial purchase I have yet to find any vacation that this package can offer me Arch Vacations is taking advantage of people and should not be able to remain in businessI have numerous emails that I’ve sent to Arch Vacations in which I am still awaiting a response since November yet they followed up with the Revdex.com in hoursI am willing to authorize the Revdex.com to review my email account to verify this as well as provide a phone log from my phone company directly to confirm who contacted whom within the months of my initial complaint to Arch Vacations to verify that the information in their response on February 22, is extremely embellished! I would appreciate if Arch Vacations cannot provide a valid account of their interactions with me or lack thereof that I be issued a refund for this headache!

Arch Vacations took $10,from my friend and I for a roundtrip flight from *** *** *** ** *** , a hotel in *** for nights and a *** cruise around the *** *** As far as we are concerned , they stole our money; all of the initial arrangements they made were cancelled for lack of payment
The day before we were scheduled to leave at the end of September 2015, someone purported to work for Arch Vacations, called to say that employees were responsible for the situation and that our money would be refunded within one monthThis never happened, and Arch does not answer any phone calls or emails from us or from the credit card companies, Revdex.com, and any other organizations that we have contacted to help us recover the money
If you have any information to share about Arch Vacations please contact me at *** ***

Caveat Emptor, my eye! Run from these people like the building is on fire, is more like it I refer here to
ARCH VACATIONS, Inc
*** ** *** *** *** *** *** ** ***
In May of my wife and I purchased a Mothers Day Cruise Package (constituted of round tip air fare, three days/two nights hotel accommodation, and a 7-day cruise) from Arch Vacations, Inc., for $ This cost was paid in five transactions of $on our ***(A minor point here, which I mention solely because it is the opening salvo in the supremely sloppy, unprofessional way in which we were treated): These payments were quoted to be one each in May, June, July, August, and September In fact there were payments charged to our *** in August (makes our budgeting a bit more interesting) and none in September I called ARCH about this, and got an “ah, well,” response
In the course of our dealings with ARCH, we were assigned originally to a “Travel Concierge” named Maria, who left the company shortly after our purchase, then a chap named Darryl, then a lady named Diane, then a man named Joe, who was nearly impossible to contact (we were continually put off, rescheduled by his admin; besides, since when do I, the customer, need to schedule a telephone conversation with my supplier?)Joe was condescending when we did get to speak with him We were unwilling to go forward with this man, and at our insistence we were subsequently reassigned to Colleen, through whom we were able to make the reservations desired for the Cruise (*** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** ***) Colleen proved to be a great resource, and was very helpful, once we got to her (which took several months of backing and forthing with the others at ARCH Figure it out: we purchased the package in May of ‘14, and did not travel until Autumn of ‘15) Hotel and Cruise ship confirmations came only after multiple queries Air confirmations were even worse: flight information, it was explained to us, would not be available until 10-days prior to takeoff (planned for 09/23/15) These wait times were not pleasing to us, but we were told that was the way ARCH did it (multiple conversations, from May onward) As we neared this day window, we, with increasing agitation, attempted to contact ARCH, an effort which yielded nothing satisfactory, and certainly no flight info
We called tried both the ###-###-#### and ###-###-#### phone numbers listed at *** several times, and were met with a voice mail jail announcement that their phone system was down and repairs would take about a week (same message day after day, so the week must have been a rolling week, I guess) The message went on to advise that we must try back laterWe we did this and left increasingly urgent pleas for a call back, on each occasion It struck us as curious that their phone system was down only to the extent that they could not speak with us, but their voice mail system remained functional We heard nothing from ARCH in reply until 9/when a lady (obviously a temp, with severely limited knowledge of the company, products, methodologies) named Verneese, a very pleasant if ineffectual woman She assured us that all was well, and that she’d get the air reservation information to us ASAP (likely overnight, she said) Good as her word, we got an email with air confirmations late next day, 9/(days prior to departure!) That is the good news The bad news: by waiting to make our reservations until nearly time to fuel the aircraft for our outbound flight, there must have been precious little left for sale, for our ** to *** flight, with connection, was a hour proposition It gets worse! Our westbound flight comprehended a hour layover between disembarking the ship and the first flight (***), a hour layover in ***, then an hour layover in *** prior to the last leg of our journey (which lasted a net hours)Repeated attempts, first calling ARCH in the little time remaining prior to departure [no response whatsoever], then at the airlines desks in *** and *** both, were met with “these are non-refundable, non-exchangeable tickets, so no, we cannot get you an earlier connection.” Oddly, we were able to get an earlier flight than originally reserved for $per ticket
So, the take-aways: 1) *** Cruise Lines provided us with a magnificent experience, 2) the cities visited were all in their own ways truly wondrous, 3) *** Airlines and their affiliates (*** *** *** ***) are unevenly helpful to ticketholders, 4) if a deal seems to good to be true, that is likely because it IS too good to be true, and lastly 5)dealing with ARCH VACATIONS, INCis a debacle If they were the only agency through which we could make travel arrangements, we should never leave our back yard Be forewarned! This outfit is a real test for the consumer

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this
resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedArch Vacations on September 29th, 2015, advised that we would receive an e-mail within to hours describing their reason for non-payment of the vacation and that we would receive a credit to our credit card account within to daysWe never received the e-mail nor did we receive the promised credit.
Regards,
*** ***

In response to complaint Arch Vacations, Inchas taken the following actions to satisfy this customer’s requestOn June 3, Ms*** purchased a ‘Getaway” travel collection for adults which included a day, night hotel stay, car rental for days or one activity for adults, round-trip airfarefor adultsTax, surcharge and processing fee were not included in the purchase and the terms and conditions of this purchase was signed for by Ms*** on June 14, The terms and conditions included a day money back cancellation periodThe cancellation period expired on June 14, 2014.On October 29, Ms*** called and asked if she could transfer the travel to another person, Mr*** ***She stated he wanted to use the collection for travel to Australia in January The Customer Care department explained what was included in the collectionWe also explained we would need Ms***’s request in writing to transfer the ownership of the collectionOn October 30, we emailed Ms*** to inform her we received her fax requesting we change ownership of this purchase to Mr*** ***On November 11, we sent an email to Ms***Since we have not heard from MrDarrell, we requested she ask him to call us to speak about his personal information anddetails for his travelOn November 12, Ms*** called stating no one contacted her from Arch VacationsWe explained we sent her an emailMs*** informed us she would ask MrD*** to call Arch VacationsOn November 16, we received a call from MrD*** requesting information on this travel and that he wanted a one-month stay in AustraliaWe informed MrD*** we would research his request and return his callAfter this date we called MrD*** times at the phone number he provided and there was no answer and no voice mail system to leave a messageOn November 23, we sent another email to Ms*** explaining we cannot reach MrD*** and ask that he call us to discuss his travel request. On December 1, we sent two emails to MrD*** stating we have tried numerous times to reach himHe was no voice mail and no one answers the phoneWe requested he provide us with a phone number where he can be reachedWe received another message from MrD*** and again called him twice unable to reach him or leave a messageWe sent another email to Ms*** on November 24, asking her to contact MrD*** and provide us with information on how to reach himOn December 2, we sent another email to MrD*** informing him we tried to reach him several times each day by phoneNo one answers and we are unable to leave a messageIn this email we explained the surcharges, fees and taxes to use this collection for an Australian tripWe also informed MrD*** the travel collection Ms*** purchased is for adults and cannot be split as outlined in the terms and conditionsOn December 9, we again sent another email to MrD*** informing him we have made several attempts by phone to reach him and we are unable to leave a voice messageWe asked he contact us or at least leave us a message with a better phone number where he can be reachedOn December 11, we sent another email providing details on how the customer can search themselves in the ‘customer only’ section of our website to view what travel options are available with the travel collection Ms*** purchasedWe have made numerous attempts to satisfy the travel needs for MrDarrellAll our calls are recorded and we validated MrD*** did indeed request travel for AustraliaSince Ms*** sent Arch Vacations, Inca written request in October of to transfer this travel purchase to MrDarrell, and to avoid any further confusion as to MrDarrell’s travelchoices, we request that he contact our office directlyMrD*** should call 1-855-200-and selection option Sincerely, Thomas Z*** Executive Vice President, Sales

Dispute Resolution DepartmentIn response to complaint received on August 3, 2015 are filing this response
"white-space:pre"> Mr. *** complaint expressed concerns about receiving confirmations for hotel, cruise and airfare for a tripAll reservations have been confirmed Arch Vacations, Inc. spoke with Mr. *** on August 3, 2015 and provided all the details for this trip.We therefore request this dispute be closed as Arch Vacations, Inc. has provided the service to MrMartin.Sincerely, *** *** Executive Vice President, Sales

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.June 23rd - Upon receiving this e-mail, I called [redacted] at ###-###-#### ext [redacted] as per his written request. Got voice mail and left a message that I would call the next day. June 24th - Called [redacted] again left a voice mail requesting a call back.June 25th - Received a call from [redacted] and discussed our concerns. He advised that the tapes would be pulled and we would receive a call back.June 29th - Received a call from [redacted] concerning our concerns. She advised that their conditions could have been explained better. She offered us a better deal on the extra for the air fare but we again stated our concerns for the extra cost.She advised that she would look at the numbers and get back to us on Wed July 1st at 6:00 pm eastern time.July 1st - As of 7:55 pm eastern time, no call or e-mail received from [redacted] or ARCH Vacations. Called ARCH Vacation at their Customer Cr [redacted]-[redacted] ext [redacted] left a voice mail for [redacted] expressing our displeasure. July 1st - At 8:05 pm eastern time, received a call from [redacted] apologizing for ARCH not getting back to us. I advised that it was not good business sense to make an appointments and then not keep them. No calls or e-mails cancelling or rearranging the appointment.Further apologizes and I was put on hold while she attempted to contact [redacted]. As [redacted] wasn't available, Britany set up a contact for Tues July 7th between 7 & 8 pm eastern time.I requested an e-mail as confirmation of the Tuesday July 7th appointment as well as another e-mail should they have to cancel or change the appointment.     
Regards,
[redacted]

In response to the follow up correspondence received on June 29, 2015 we are filing this response. Ms. [redacted] purchased from Arch Vacations, Inc. on December 9, 2014 bundled vacations for a cruise and hotel.On June 22, 2015 Arch Vacations, Inc. contacted Mr./Ms. [redacted] to discuss their concerns of cruise costs.  Mr./Ms. [redacted] informed Arch Vacations, Inc. of the cruise price quoted to them directly from [redacted].  Date of cruise is November 23, 2015 through November 28, 2015 on [redacted] Victory sailing from Port of Miami.On June 22, 2015 Arch Vacations, Inc. offered to match the [redacted] price quoted to Mr./Ms. [redacted] and apply any payments made to Arch Vacations, Inc. towards this cruise. Arch Vacations, Inc. also asked Mr./Ms. [redacted] to remove their complaint with the Revdex.com since matching and charging them the same price as [redacted] Cruise Lines should resolve their concern.On June 24, 2015 Arch Vacations, Inc received and email from Mr./Ms. [redacted] accepting our offer to match the [redacted] cruise line price. Mr./Ms. [redacted] also provided Arch Vacations Inc. with all the booking information required to complete the reservationWe therefore request this dispute be closed as Arch Vacations, Inc. as the [redacted]'s accepted the terms via email as presented by Arch Vacations, Inc.Sincerely,[redacted]Director of Business Management

October 22, 2015
[redacted]
[redacted]
** [redacted]
[redacted] ** [redacted]
[redacted]
Dispute Resolution Department In response to the complaint attached received on October 22, 2015 we are filing this response. We will contact Mr. [redacted] to discuss his cruise options. We ask that Mr. [redacted] can also contact us at [redacted] and speak to the Customer Care department. Sincerely, [redacted]
[redacted] ** [redacted]
[redacted] 
[redacted] 
[redacted] 
[redacted] 
[redacted]

In response to the complaint above received on 5/7/15 we are filing this response.Mr. [redacted] purchased from us on November 11, 2014 a bundled vacation for a cruise and hotel. Mr. [redacted] also purchased from us at a later date, airfare, transfers and insurance to protect his entire...

vacation.All of Mr. [redacted]'s reservations are in place and are all confirmed for his requested travel dates. Copies of all confirmations are attached to this response. Mr. [redacted] has received copies of all of his confirmations.Mr. [redacted]'s complaint is based on when Arch Vacations, Inc. pays their suppliers. It is our response that the relationships that Arch Vacations, Inc. has with their respective suppliers and when payments are due to suppliers of Arch Vacations, Inc. is of no concern to Mr. [redacted] and is an internal confidential matter.Arch Vacations, Inc. has specific contract guidelines with every supplier and has specified payment terms to those vendors which are not offered to the general public and are not the same payment terms offered to general consumers.Arch Vacations, Inc. has completed and fulfilled each reservation of Mr. [redacted], copies attached will demonstrate all of Mr. [redacted]s' travel components are confirmed and are active in good standing for Mr. [redacted]s' upcoming travel plans beginning on June 16, 2015.Attached you will find confirmed reservations for Mr. [redacted]s' hotels, transfers, insurance policy, cruise which states confirmed, and airfare which e-tickets have already been issued to Mr. [redacted].We therefore request this dispute be closed as Mr. [redacted] has no basis for a dispute as he in fact has all of his travel plans confirmed and active.

In response to the complaint attached received on June 2, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations, Inc. on November 11, 2014 a bundled vacation for a cruise and hotel. Mr. [redacted] also purchased from us at a later date, airfare, transfers and insurance to protect his entire vacation.All of Mr. [redacted]'s reservations are in place and are all confirmed for this requested travel dates. Copies of all confirmation are attached to this response. Mr. [redacted] has received copies of all his confirmations. Our customer care department spoke with Mr. [redacted] at least three times since May 20, 2015 the latest on May 29, 2015 to review all of his travel arrangements and confirmations. Since May 29, 2015 we submitted 4 emails to Mr. [redacted], answering his questions concerning his travel reservations. Copies of these emails are attached.Mr. [redacted]'s complaint is based on when and how Arch Vacations, Inc. pays their suppliers. It is our response that the relationships that Arch Vacations, Inc. has with their respective suppliers is an internal and confidential matter. Per contractual agreement, we cannot" disclose our private arrangements.Arch Vacations, Inc. has specific contract guidelines with every supplier and has specified payment terms to those vendors which are not offered to the general public and are not the same payment terms offered to general consumers nor are the same payments terms published on travel supplier websites. We have explained this by telephone to Mr. [redacted].Arch Vacations, Inc. has completed and fulfilled each reservation of Mr. [redacted]'s travel, copies attached will demonstrate all of these travel components are confirmed and are active in good standing for Mr. [redacted]'s upcoming travel plans beginning on June 16, 2015.Attached you will find confirmed reservations for Mr. [redacted]'s hotels, transfers, insurance policy, cruise confirmation which states confirmed, and airfare which e-tickets have already been issued to Mr. [redacted]. These confirmations explain the details of how and when Mr. [redacted]'s reservations are made and confirmed.We therefore request this dispute be closed as Mr. [redacted] has no basis for a dispute as he in fact has all of this travel plans confirmed and active.Sincerely,[redacted]Director of Business Management

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Arch Vacations on September 29th, 2015, advised that we would receive an e-mail within 48 to 72 hours describing their reason for non-payment of the vacation and that we would receive a credit to our credit card account within 24 to 30 days. We never received the e-mail nor did we receive the promised credit. 
Regards,
[redacted]

See attached response to case [redacted]  [redacted].

I purchased travel through them in Feb. from a [redacted]. I have to say the customer service has been truly outstanding. I even received a thank you card, I can't even remember when the last time I got one of those from making a purchase. We just recently got back from our vacation and the overall trip and experience was great. I would recommend them to my friends and family.

In response to the complaint attached received on June 16, 2015 we are filing this response. Mr. [redacted] purchased from Arch Vacations, Inc. on May 1, 2014 a bundled vacation for a cruise, round trip ,air from selected gateway cities and hotel.On February 13, 2015 an Arch Vacations,...

Inc. booking agent called the [redacted]s and 2 other couples to discuss their cruise selection. The [redacted]'s informed Arch Vacations, Inc. that the Travel Concierge who sold them the vacation collection promised a balcony. On February 19, 2015 the [redacted]'s contacted Arch Vacations, Inc. to finalize the cruise booking. Since the Arch Vacations, Inc. Travel Concierge promised a Balcony, The Director of Customer Care at Arch Vacations, Inc. offered to book the balcony portion of the cruise at cost at the time of booking. On May 7, 2015 the [redacted]'s contacted Arch Vacations, Inc. and stated they would like to use the hotel portion of their vacation in Las Vegas, NV at the [redacted] at the end of the cruise tour. On May 11, 2015 Arch Vacations, Inc. contacted the [redacted]s and 2 other couples to book the hotel selection. The Arch Vacations, Inc. booking agent quoted the additional fees and taxes as outlined in the terms and conditions of the original purchase made on May 1, 2014. Ms. [redacted] requested the Director of Customer Care call her back to discuss the taxes.On May 18, 2015 the Director of Customer Care contacted the [redacted]s to discuss the taxes and ' fees. This call was transferred to and completed by an Arch Vacations, Inc. booking agent. On May 27, 2015 Ms. [redacted] called stating she was expecting another call from the Director of Customer Care. On June 8, 2015, Ms. [redacted] called Arch Vacations, Inc. asking for a breakdown of charges for this booking.On June 10, 2015 a Customer Care agent called Ms. [redacted] and left a voice mail message stating she would receive a breakdown of these fees by email by week-end. Arch Vacations, Inc. received a call from Ms. [redacted] stating she expects a breakdown of charges by Monday, June 15,2015.On June 15, 2015 the Director of Customer Care sent an email breaking down the charges for this booking. The email was sent to each of the 3 couples at: [redacted]. A copy of the email is attached. We therefore request this dispute be closed as Arch Vacations, Inc. has provided the requested information.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I would like to address the response from Arch Vacations.1. The first part... On May 1, 2014 Mr.. [redacted] purchased a bundled vacation package for a cruise, round trip air fare and hotel. Please note: The travel agent was told at that time that we would be going to Alaska and we wanted a balcony room on the ship. We were told we would get one and it was not a problem. No mention of additional fee. We called the agent numerous times to ask about booking and we were told it was too early.2. On February 13, 2015 an Arch Vacations booking agent did call to book the cruise part of the trip.. We had the [redacted] with us and we conferenced in the [redacted]. During the booking process we mentioned the balcony and was told by the booking agent that the balcony was not part of the cruise package and it would be additional. We let him know that we were promised a balcony and additional money was not mentioned. We did not book that evening and the agent was going to speak to his Supervisor and get back to us. On February 19th we spoke to the Customer Care Director and she said she pulled the telephone tapes and the balcony was mentioned 34 times. She said that she would book the balcony at cost for us and that together with taxes and port fees we had to pay an additional $1980.00  We are now up to $7979.00. We do not feel that we should have had to pay extra for the balcony. If we were told up front, like we said it up front that would be different but this was not our mistake. Also we were past the time for cancellation. 3. On May 11th we booked the hotel portion of the vacation and we paid $28.84 taxes and I believe that on May 18, 2015 we booked the air portion of our package with the booking agent and we all paid an additional $327.74 for taxes. Our vacation has now cost us $8335.58.  4. We requested a breakdown of charges back in February and a few other times I called again on June 8th  I never get anyone on the phone except the travel agent who can not help us and our voice messages are never returned  from the Customer Care Director. Again I requested a breakdown as to where our money went. I called again on June 10th again asking for a breakdown I did not receive a call back until the receptionist called us on the 10th and said we would get it by the end of the week. I called again on Friday and asked the status and it still was not completed. I let the receptionist know that if I did not have it by Monday the 15th I would contact the Revdex.com. Well they did send it on the 15th but it only went to [redacted]. Our email and the [redacted] email was on the "breakdown" but not sent to us or the [redacted]. (We still have not received it but [redacted] sent me a copy the night of the 15th) Now what was sent was not a breakdown of the charges but a breakdown of what we paid. I already knew what we paid I wanted to know where our money went and I responded to the Customer care Director giving her a breakdown of what I knew to be paid.Please note:  As of last night the cruise was still not paid off. A deposit was sent and the deadline was actually June 28th. Arch told [redacted] the check was sent and they were given an extension until June 30th. It may have been paid off today I do not know. I do know that they have had all of our money for the 3 couples since May 2014 and they have defaulted on the payment.This has been a nightmare for us. It is very frustrating that voice messages are not returned and we can never get answers to the questions we have. Even for the airline. No one knows which airline we are using only that it was booked.       The cost of the Cruise was $5246.96 per couple. (The hotel in Vegas for 2 nights was $100.00  I know this because I also booked rooms there for the same week.) I think the airfare is approximately $1600.00 round trip per couple. We paid Arch a total of $8335.58. That leaves $1388.04 unaccounted for. I am only asking for Arch to be fair. We all feel we were overcharged and we should all  be getting a refund or a few upgrades. I think that would be the fair thing to do.Regards,[redacted]

Good Evening,
 
I did receive a phone call from Arch Vacations on October 30, 2015. Since that call was received, things have gotten worse. I have communicated with a customer service representative named Verdees C[redacted] but that has not resulted in any progress. At the end of the...

very difficult conversation with an extremely rude Ms. C[redacted] we set up a call for Thursday, November 5th at 7 pm EST to review flight costs that were pertinent to planning my trip. After ending the initial call, I sent an email to the address [email protected] notifying them of the lack of professionalism of Ms. C[redacted] and requesting that I be assigned to a different agent. I then received a voice mail from Ms. C[redacted] notifying me that she was the only person that I could speak with and that since I did not want to work with her, she was cancelling our scheduled call for tonight. She also reminded me that I had to book my trip before November 30th. She did not offer any other person to speak with or any other way to receive the information that is necessary to book my trip other than to call 1-855-200-SAIL which I have called repeatedly and not gotten calls back from. Another concern is that Ms. C[redacted] notified us that she does no communications via e-mail which is very concerning considering the numerous complaints about trips not being paid for or guaranteed. 
Additionally, Arch Vacations has claimed that I have been calling the wrong number however, I have been calling the phone number that Thomas Z[redacted] Executive Vice President, Sales included in the Arch Vacations response to my initial complaint. That is the same number that appears on their website and I have been trying to call it for weeks.
Thank you,
 
[redacted]